Ban appeal pending

I got a ban, I use PS5, and I’ve had this account since 2022 with no history of banning or warning, I have no idea why I’m banned.

I have 2 cases already with these numbers (#217509325, #217483474) with “waiting on studio” status (I don’t understand what does this mean), I get emails that customer experience is working on my case, probably automated, yet I want to know for how long !

I wish I could communicate with a normal customer support not automated machine to guide me if i’m hacked for example, however I changed password recently! I had to refund preorder of eafc26 until I know that my case is solved. what does “waiting on studio” mean and how long it lasts?